Customer service and support

Customer Care Representative

Full Time

Job Description
Rentokil Initial:

Rentokil Initial is a Global services company employing over 45,000 colleagues across 85 countries. The Company is at the cutting edge of technology and innovation as it strives to protect people and enhance lives, by controlling pests, improving hygiene and improving interior spaces with plants and scenting.

We are experts in the fields we operate in, investing in training, science, innovation and technology, and affording our employees Opportunities for Growth and Development

Listening and acting on feedback is part of our culture to support colleagues and our customers. Rentokil Initial regards equality and fairness as a fundamental right of all of its colleagues.

We live our values of Service, Relationships and Teamwork which were identified by our colleagues across the world.

Find out more on

Our family of businesses:

Rentokil Pest Control is the world’s leading commercial pest control company who provide quality, diligent and friendly services to all our customers.

We operate in over 65 countries and we are ranked in the top 3 in 63 of those.

We are highly innovative and have leading technical and scientific expertise and our customers look to us for our knowledge and integrity.

Although we don’t provide the most luxurious of services, this is certainly essential for all of our customers, and to make sure service happens.

Initial Hygiene is the world’s leading hygiene services company who provide quality, diligent and friendly services to all our customers. We operate in over 40 countries and we are ranked in the top 3 in 38 of those. We produce high quality, tailored hygiene product ranges for washrooms – across all sectors and industries where our customers look to us for our knowledge and integrity

Ambius is the world leader in providing interior landscaping services for a range of customers from boutique hotels, to shopping centres. We use planting, scenting, flowers, artwork and exterior landscaping maintenance to improve the environment for the benefit of the customer and their employees. Ambius is a global brand across North America, Europe South Africa, Sub Sahara and Australia.

We have central support functions of Human Resources, IT, Finance, Legal and Marketing & Innovation in the Rentokil Initial Head Office locations and in country.

You would be supporting the business in East Africa.


A vacancy has arisen for a Customer Care Representative. Based in the Nairobi office, you will support customer service operations within various branches as may be required.

The purpose of this role is to ensure our levels of customer service across all branches are consistent and communicated to a high standard in order to maintain high customer satisfaction. This role will involve interaction with staff and customers, on the telephone & in the way of written communications and therefore a positive and professional attitude is required at all times, in compliance with our customer care policy.

Alongside the Customer Retention Officer, you will be the first point of contact with customers for incoming and outgoing call centre communications.

Your day-to-day responsibilities will include:

Receive and handle customer complaints, provide appropriate solutions and alternatives within the set time limits;
Raise relevant tickets on the complaints management system,allocate each ticket to the relevant person for resolution, and keep the CRM updated at all times.
Follow up to ensure resolution of queries, and update CRM appropriately within agreed turnaround times.,
Keep records of customer interactions, process customer accounts and file documents. When necessary, compile documents and reports and forward information to interested parties.
Provide accurate, verifiable, valid and complete information in the right form and on the right platforms.
Follow communication procedures, guidelines and policies. Go the extra mile to engage customers.
Work with Service Programmers, Credit Controllers & Department heads in all aspects of Customer Suspension management as per agreed processes & timescales
Maintain updated knowledge of the organization’s products, services, and customer service policies
Carry out Customer Voice Counts surveys (CVC). Ensure that Net Promoter Score (NPS) outbound call KPIs are achieved each month
Track and monitor all incoming enquiries via the web / telephone, all enquiries should be actioned within agreed SLA’s
Escalate all issues that cannot be resolved on First Contact Resolution (FCR), follow-up on a resolution and closure.
Engage and build customer loyalty, establish and maintain good rapport with customers by using positive language and anticipating their needs.
Build sustainable relationships of trust through open and interactive communication.
Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders.
Identify accounts that are potentially at risk and escalate the information accordingly.
Manage all internal Alerts from field colleagues, ensure that actions are taken and alerts are closed as per agreed SLA’s
Undertake Happy Customer Calls for all new customers within the first month after the first service, and maintain a report in the expected format that shall be reviewed monthly
Adhoc admin duties, as and when required, by the Customer Retention Officer

Do you have what it takes? If you want to be considered for this role you will need:
Relevant Tertiary Education advantageous in a business field
Proficient in English & Swahili – written and spoken
Customer Care experience
Numerical acumen
Computer literate
Strong negotiation skills
Strong ownership & responsiveness
High energy levels (action orientated)
Self confident/assertive/passionate
Problem solving skills/solution driven
Strong demonstration of the values of service, relationships and teamwork
Be self- motivated and display a high energy level
Excellent planning and organisational skills
Team player with a collaborative style
Demonstrates the ability to take the initiative
Highly developed communication skills (written / verbal / non-verbal)
Ability to form strong customer relationships at all levels

Are you interested? Here’s what you can expect when you join us…

Opportunity for Growth
Employment Equity

Rentokil Initial believes in supporting all employees to provide equal opportunities

and avoid discrimination. We also place emphasis on workplace diversity which

means that we are serious about creating an inclusive environment that accepts

each individual’s differences, embraces their strengths and provides opportunities

for all colleagues to achieve their full

Do you love to provide a valued professional service throughout your community? Do you feel like you could do the job well? Apply for the role today!

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